The posting
Essential Duties & Responsibilities:
1. Operating Model and Governance
- Design, implement and maintain the cross-function operating model within the approved operating-model direction and decision rights, including the RACI, escalation paths, handover standards and interfaces between the NOC, outsourced SOC oversight, DC / Critical Facilities, integrated service desk and platform and partner teams.
- Line-manage the functional operations managers (NOC, SOC, DC / Critical Facilities), setting objectives and common operating standards while each retains ownership of their function.
- Preserve the independent security authority and escalation route of the SOC function, and the technical ownership of NOC tooling and facilities, within the common standards.
- Run the operational governance cadence, including daily and weekly operations reviews, major-incident and problem reviews, and corrective-action tracking to closure.
- Verify process compliance across the NOC, SOC and DC functions and drive corrective action for recurring gaps.
- Own the SLA and KPI framework, service-performance reporting and service-governance cadence.
- Arrange independent assurance of service performance through the approved governance route, outside the operations line, rather than self-assuring.
- Escalate material operational risks, decision-rights conflicts and underperformance to executive management through the approved governance route.
2. Operations Readiness and Shift Model
- Produce and execute the operational-readiness plan covering process, tooling, people and documentation for approval by the designated approving authority.
- Integrate readiness across the NOC, outsourced SOC oversight, platform, integrated service desk and critical facilities; the NOC function owns NOC build and tooling, the SOC function owns outsourced SOC governance and the DC / Critical Facilities function owns facilities.
- Maintain readiness gaps, owners, target dates and acceptance evidence.
- Define the 24x7x365 shift-model framework, staffing establishment, rota standard, leave-planning rules and recruitment pipeline for approval, and approve each function's shift pattern against it; each functional manager proposes and operates their own pattern and roster within the framework.
3. ITSM and Service Coordination
- Define and implement the cross-service ITSM processes for incident, service request, change, problem and knowledge management that all operational functions work against; functional managers configure tooling and runbooks to these processes.
- Command major incidents and coordinate cross-functional service restoration, holding the approved acknowledgement targets of 15 minutes for Critical, 30 minutes for Major and 60 minutes for Minor incidents.
- Manage progress notification during incidents, every 30 minutes for Critical, every 2 hours for Major and every 6 hours for Minor and deliver reason-for-outage and root-cause reports within the contractual window.
- Own the cross-service escalation model and resolver responsibilities and ensure operational records support service reporting and assurance.
- Act as duty manager within the 24x7x365 escalation roster for major incidents.
4. Service Performance and Workforce Control
- Operate day-to-day service-performance monitoring against the SLA and KPI framework, including measurement method, reporting cadence and exclusions.
- Consolidate and validate the operational data supplied by the NOC, SOC and DC functions and issue the customer-facing service report.
- Set roster coverage, leave-planning and performance standards across the integrated service desk, NOC and SOC shift teams, monitored through the functional managers.
- Own the competency framework, onboarding and training standards and consolidated competency records for the operations establishment; functional managers deliver and validate function-specific competency.
- Drive corrective actions for recurring service or workforce gaps.
5. Operations Transition and Stabilisation
- Maintain the integrated operations transition plan, runbook and SOP register, owners and acceptance dates across all operational functions.
- Verify that runbooks, SOPs and knowledge transfer produced by the functional managers are complete and signed off before service activation.
- Coordinate shadowing, reverse shadowing, training and competency validation for the operations establishment.
- Lead operations service transition and stabilisation, escalating unresolved gaps to executive management until exit criteria are met.
Education, Skills and Experience Requirements:
- Bachelor's Degree in Information Technology, Information Systems, Computer Science, Engineering or a related discipline.
- ITIL and relevant network, monitoring or infrastructure certification is strongly preferred and certification in service operations, cloud, monitoring or business is advantageous.
- Minimum 8 years managing ICT, cloud or managed-services operations, including direct responsibility for a 24x7x365 shift team and line management of functional managers.
- Proven experience running 24x7x365 operations with ITSM, monitoring and AIOps tooling against contractual SLAs
- Experience designing and governing a cross-functional operating model, RACI, SLA / KPI framework and operational governance cadence.
- Strong ITSM, incident, problem, change and major-incident command capability.
- Experience in shift-model design, rostering and operational readiness for a newly launched service.
- Proven transition of partner-supported services into stable internal operations.
- Maintain operating-model, RACI, escalation, SLA / KPI framework, ITSM, major-incident, roster, competency, service-performance, readiness, runbook and transition records.
